Freshchat User Reviews, Pricing & Popular Alternatives

Freshchat is a live chat and messaging software that enables users to provide real-time support to customers who are currently browsing their website. It also enables businesses to engage customers during non-business hours through bot chats and customer information capture. We compiled Freshchat reviews from around the web and found that it has mainly positive ratings. We also shared its available pricing options.

Summary of Freshchat User Reviews

What Freshchat does well:

Users who recommended Freshchat said that they like the Bot feature which talks to customers when agents are offline. They also like the nice and sleek design of the app. Users said that they find the unlimited allocation for contacts great.

What Freshchat does not do well:

There weren’t a lot of negative reviews for Freshchat, however, some users said that they had a hard time setting it up in the beginning.

Most Helpful Positive User Review:

A user who left a positive review of Freshchat on Capterra said that switching to Freshchat proved to be a great decision for their team. He shared that, unlike competitors, their agents don’t need to be online all the time; and when a customer asks about something, the Bot gathers relevant information such as name, phone, and email — which enables them to respond once they go online.

Most Helpful Negative User Review:

A user who left a negative review of Freshchat on Capterra said that they would like a feature to export a chat conversation into a Freshdesk ticket for future follow up.

Freshchat Pricing

Freshchat has one free option and three paid plans. When billed monthly, the Blossom plan costs $19, the Garden plan costs $29, and the Estate plan costs $49. The main difference between the plans is access to premium features such as triggered messages, in-app campaigns, and a dedicated customer success manager.

Useful Freshchat Resources

Best Live Chat Software 2017: Zendesk vs LiveChat vs Pure Chat — The ability of your customer service representatives to chat online with customers in real time adds valuable support to your site. We looked at the leaders and up-and-comers in the field and reviewed Zendesk Chat, LiveChat, and Pure Chat. These services covered the range for small businesses in terms of features and price.

Customer Service Training: The Ultimate Guide to Great Customer Service — In this article, we’ll talk about the two key areas to focus on when teaching your employees how to deal with customers: people interaction training and product training. We’ll also share how to build a culture of excellent customer service standards, so your customers are interested in your business beyond just what you’re selling.

Top 29 Customer Service Tips From The Pros — Customer service refers to the support given to customers before, during, and after their purchase or transaction with your company. It plays a crucial role in how clients feel about your organization. We asked the pros and they shared some best practices on providing excellent customer service.

Freshchat Overview Video

This video provides an overview on how Freshchat can help users improve their customer service communications using its different functionalities.

Popular Integrations

When choosing a live chat software, it’s important that the tool integrates with other applications your business is currently using. Here is a list of some of Freshchat’s popular integrations.

Reader Interactions

Reviews (3)Disclaimer: Reviews on FitSmallBusiness.com are the product of independent research by our writers, researchers, and editorial team. User reviews and comments are contributions from independent users not affiliated with FitSmallBusiness.com's editorial team. Banks, issuers, credit card companies, and other product & service providers are not responsible for any content posted on FitSmallBusiness.com. As such, they do not endorse or guarantee any posted comments or reviews.Post Your Review

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What does the company do well?Freshchat has a Simple interface and is easy to setup. Freshchat integrates well with Freshdesk to create tickets that contains the chat session information. Freshchat allows us to interact with our customers to resolve support issues and communicate training information. Freshchat allows us to send links to documents that the customer needs to reference from our knowledge base instantly.

What does the company not do well?Some of the features are out of our price range. It would be nice to be able to add individual features to a basic subscription. A basic price with an a’la cart addition of the desired features would be great. I would like to be able to have agents set their availability inside the help desk screen so if they are working with a customer they will not be disturbed.

What do you wish you had known about the company before using?Pricing is an issue that needs to be checked out.

What does the company do well?Simplicity and Design are two of the most life-changing features of Freshchat. The possibility to add Freshchat on your website and on a blink of an eye start supporting your precious customers.

What does the company not do well?Some issues, I believe Freshchat team is already fixing… In some cases customers won’t receive supporters chat, and this can be a con for a while. But the tool keeps being an amazing idea, changing the way you interact with your customers…

What do you wish you had known about the company before using?Simplicity and design…

What does the company do well?Their own support is on point. They respond to Bug Reports and Feature Requests. The way FAQs are presented is beautiful. The ability to have multiple chat channels is a plus. Push Notifications work as expected. Analytics and autoresponders are useful.

What does the company not do well?Mobile App functionality for agents is limited. Formatting of response and FAQs goes wrong often (blank lines are trimmed). Smart Replies don’t show up on the Mobile App, agents can’t edit user information for new requests using the mobile app. Can’t assign multiple labels to a conversation.

What do you wish you had known about the company before using?Nothing, as such. I took the product for a Trial period, got a thorough walkthrough, compared it against multiple competitors, before finally deciding to go ahead with it. So I had a good knowledge of what works and what doesn’t. There weren’t any surprises later.

Disclaimer: Reviews on FitSmallBusiness.com are the product of independent research by our writers, researchers, and editorial team. User reviews and comments are contributions from independent users not affiliated with FitSmallBusiness.com's editorial team. Banks, issuers, credit card companies, and other product & service providers are not responsible for any content posted on FitSmallBusiness.com. As such, they do not endorse or guarantee any posted comments or reviews.Post Your Review

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